Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

RAQUEL SCHAAF

SUN PRAIRIE,WI

Summary

Skilled Bilingual Debt Collector with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to the team offering opportunities for growth and advancement.

Overview

16
16
years of professional experience

Work History

Bilingual Debt Collector

The Stark Collection Agency
02.2019 - 03.2022
  • Working with credit controllers to contact debtors to pursue payment in areas of industry expertise includes government, check and retail, healthcare, telecommunications, subrogation, and rent and damage claims
  • Taking ownership of debt collection cases, like working on dispute accounts, bankruptcy, and tax intercept
  • Presented payment plans and other settlement offers as alternative solution when debtors were unable to pay off their debts immediately; improved repayment rate by 45%.
  • Make 80 outbound calls per day via autodialer or manually
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Skip tracing by locating and establishing contact with debtors
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery
  • Achieved performance goals on consistent basis
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
  • Contacted customers to discuss past-due accounts and negotiated payment plans
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices

Bilingual Station Agent

Envoy Air
02.2017 - 10.2018
  • Pre-departure, to ensure safety of passengers, FAA federal laws mandate thorough
  • Sell credit cards and airline tickets with American Airlines, American Eagle, and/or other contracted carriers
  • Make itineraries, calculate rates, issue refunds, make and distribute tickets, check baggage, and col-lect extra baggage charges
  • Complete all necessary arrangements, including cabin upgrades, for accommodating travelers with reservations and standby passengers
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
  • Checked aircraft manifests for accuracy
  • Produced and shared customer service reports to support management decision-making
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests

Accounting Assistant

Cryo - Cell International
05.2014 - 12.2017
  • Talks to customers over phone, by email, and chat to resolve their questions or concerns
  • Prepare payments on accounts received at Oldsmar office for deposit
  • Set up auto-payment requests and process payments and apply them to individual client accounts
  • Set up recurring billing contracts for storage fees in Great Plains
  • Performance of collection reimbursement process as related to sales and purchasing module of Great Plains
  • Preparing journal entries for adjustments to billings
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements
  • Used accounting software to prepare weekly and monthly financial reports
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable
  • Handled day-to-day accounting processes to drive financial accuracy

Personal Banker and Notary Public

Wisconsin Bank And Trust
12.2011 - 03.2014
  • Verifying authenticity of documents and serving as impartial witnesses when signing legal documents is necessary to ensure that transactions are properly executed and to deter fraud
  • Preparing documentation to open or close accounts, including obtaining signatures and assigning account numbers when necessary
  • Processing applications for credit cards, safe deposit boxes, and loan requests
  • Provide backup support to Deposit Operations Department and senior personal bankers,as required.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities
  • Utilized customer relationship management software to provide accurate and complete customer service
  • Worked closely with management to strategize sales techniques to increase branch production and customer service

Bilingual Teller

UW CREDIT UNION
08.2006 - 10.2011
  • Top referral teller in branch by consistently uncovering needs of members
  • Processes customer transactions within established guidelines
  • Identifies and makes sales referrals; recommends alternate channels; cross-sells bank services and products
  • Educate members about convenient service options such as online banking, telephone banking, and ATM access
  • Perform services for customers, such as ordering bank cards and checks
  • Receive and verify loan payments, mortgage payments, and utility bill payments
  • Record all transactions promptly, accurately, and in compliance with bank procedures
  • Balance currency, cash, and checks in the cash drawer at the end of each shift without discrepancy.
  • Records large denomination bills, mutilated currency, and stamps by hand and using currency-counting machine for shipment to Federal Reserve Bank.
  • Monitored and reported suspicious activity in line with bank security policies
  • Performed account maintenance by closing out accounts and changing customer addresses

Education

Bachelor - Tourism Administration

Del Valle University
Mexico

Skills

  • Remote work
  • Call center experience
  • Excellent interpersonal skills
  • Skip Tracing / Trace Delinquent Customers
  • Negotiation and Resolution
  • Effectively managed high volume of inbound and outbound customer calls in complex, fast-paced, and challenging call
  • Knowledge of compliance and regulations with state and federal laws
  • Knowledge of FISERV, Great Plains, SAP, MITEL-MICOLLAB, 3CX, Microsoft Office
  • Process Payments
  • Access
  • MS Excel, PowerPoint, MS Word, MS Outlook, Intranet, and Great Plains

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Bilingual Debt Collector

The Stark Collection Agency
02.2019 - 03.2022

Bilingual Station Agent

Envoy Air
02.2017 - 10.2018

Accounting Assistant

Cryo - Cell International
05.2014 - 12.2017

Personal Banker and Notary Public

Wisconsin Bank And Trust
12.2011 - 03.2014

Bilingual Teller

UW CREDIT UNION
08.2006 - 10.2011

Bachelor - Tourism Administration

Del Valle University

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RAQUEL SCHAAF